CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. This is where I fit into the project—I facilitated each meeting as a neutral party.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

FEBRUARY 20, 2024

And, because the schedulers used different processes, it was a challenge to scale to meet the growing demands of their customer base. By applying scores and prizes to your employees’ everyday tasks, you can make work feel more enjoyable and increase employee engagement.

Management 88

Management Gamification Calibration Quality management 88

Integrity Solutions

AUGUST 24, 2022

The introduction of new technology and tools, combined with a shift away from face-to-face and drop-in visits to tightly planned Zoom meetings, has permanently changed the selling landscape. Most B2B buyers now want to be sold virtually ; yet most companies aren’t properly equipping their sales teams to meet these demands.

Sales 88

Sales Coaching Calibration B2B 88

Etech GS

APRIL 1, 2019

Don’t make the employees nervous. To get your employees engaged, you need to explain why you are carrying out monitoring. If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group. The ideal coaching session takes no more than 15 minutes.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

Serenova

MAY 29, 2020

Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83